Unchurned - The No. 1 podcast for Customer Success (Josh Schachter - UpdateAI)
Explorez tous les épisodes de Unchurned - The No. 1 podcast for Customer Success
| Date | Titre | Durée | |
|---|---|---|---|
| 11 Nov 2024 | How You Can Understand Customer Needs & Exceed Their Expectations ft. Rohan Shah (Extend) | 00:32:25 | |
#updateai #customersuccess #saas #business In this episode, Josh Schachter, Founder & CEO of UpdateAI sits down with Rohan Shah, the Chief Revenue Officer and Co-founder of Extend to discuss the importance of understanding and addressing customer pain points to generate revenue and create value. We also look at how Rohan assembled a personal adviser network to stay updated on industry trends and build a knowledgeable team. He emphasizes hiring motivated individuals, fostering a diverse team with complementary skills, and creating a strong company culture that adapts to remote and hybrid work environments. Timestamps 0:00 - Preview & Intros 7:13 - Understanding customer needs and delivering value 15:15 - Managing growth through culture and employee motivation 21:20 - Managing post-sales success as a CRO 24:26 - Communication gap between teams 29:07 - Gathering the voice of the customer ___________________________ 👉 Follow the podcast Youtube: https://youtu.be/JprAz-o-dWk Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl 👉 Connect with the guest Rohan Shah: https://www.linkedin.com/in/rohanshah8/ 👉 Connect with hosts Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/ Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/ Josh Schachter: https://www.linkedin.com/in/jschachter/ 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ ________________ Keywords: How to keep your customers happy, customer success manager, customer support, customer success management, Customer Success Manager role, Product growth, Sales-driven model, Usage-driven model, Customer engagement, Product-led growth, Sales-led growth, Revenue alignment, Net revenue, Customer success, Renewal expansion, Revenue goals, customer needs, generate revenue, customer pain points, delivering value, end consumers, UpdateAI, CS teams, knowledge management, managing employees, leadership, remote work, hybrid work environment, relationship building, customer trust, customer service, consumption-based revenue model ______________________ Unchurned is presented by UpdateAI About UpdateAI At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships. | |||
| 17 Jan 2025 | Redefining Compensation to Better Align CS Roles with Revenue Goals | 00:46:59 | |
#updateai #customersuccess #saas #business Hosts Kristi Faltorusso (CCO, ClientSuccess), Jon Johnson(Principal CSM, Key Accounts at UserTesting) & Josh Schachter (Co-Founder & CEO, UpdateAI) dive into a dynamic conversation to kick off the new year. Tune in as they share insights on how companies are restructuring compensation models, discuss the trends they’re observing, and reflect on the evolution of customer success and account management and the ongoing merger of these roles. Timestamps 0:00 - Preview, BS & Intros 5:44 - Are CS leaders transitioning to account management roles? 9:00 - Redesigning compensation models to align CS with revenue activities 14:50 - Problems with current data management practices 25:18 - Predictions for 2025 28:52 - LinkedIn algorithm, AI content, and Social Media Behavior 36:08 - Need for a defined strategy and long-term planning 39:30 - Pressure on CS to demonstrate quick impact and results ___________________________ 👉 Follow the podcast Youtube: https://youtu.be/JprAz-o-dWk Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl 👉 Connect with hosts Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/ Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/ Josh Schachter: https://www.linkedin.com/in/jschachter/ 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ _____________________________________ Unchurned is presented by UpdateAI About UpdateAI At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships. | |||
| 29 Jan 2025 | How to Hire, Build, and Grow an All-Star Customer Success Team ft. Amy Oilman (Conversica) | 00:27:51 | |
#updateai #customersuccess #saas #business Amy Oilman, SVP of Customer Success at Conversica, joins hosts Jon Johnson, Principal CSM, Key Accounts at UserTesting, and Josh Schachter, Co-Founder & CEO at UpdateAI, to share insights from her experience building and leading customer success teams at industry giants like Google and Salesforce. Drawing from her time at these powerhouse companies, she reveals how to create the most effective customer success teams, emphasizing the importance of a well-defined team vision, the core values guiding her teams, and innovative approaches to battling churn and ensuring customer satisfaction. Timestamps 0:00 – Preview & Intros 4:10 – Priorities for 2025 7:07 – Rules of the Road 8:40 – The #1 Rule of the Road 11:23 – Collaboration with Internal Teams 13:00 – Showing Up with a Point of View & Being Engaged 15:37 – Identifying and Hiring Potential Candidates 17:20 – "The Best in the Universe" 21:37 – Amy's Experience at the CS100 Conference 23:40 – Personal Branding and Growth ___________________________ 👉 Follow the podcast Youtube: https://youtu.be/JprAz-o-dWk Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl 👉 Connect with the guest Amy O.: https://www.linkedin.com/in/amy-oilman/ 👉 Connect with hosts Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/ Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/ Josh Schachter: https://www.linkedin.com/in/jschachter/ 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ ________________ Keywords: How to keep your customers happy, customer success manager, customer support, customer success management, Customer Success Manager role, customer success metrics, customer success, customer success team, customer empathy, conversational AI, rules of the road, customer satisfaction, customer retention, customer expansion, Salesforce, Google, customer relationships, CS leader, Conversica, CS priorities, customer experience, retention strategies, customer advocacy, customer insights, collaboration, internal teams, customer empathy, customer journey, customer feedback ______________________ Unchurned is presented by UpdateAI About UpdateAI At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships. | |||
| 01 May 2024 | Intersecting Customer Success and Account Management for Value Delivery ft. Emily Lockhart (Percona) | 00:35:48 | |
Emily Lockhart, VP of Customer Success at Percona, joins the hosts Kristi Faltorusso, & Josh Schachter. They discuss the importance of value delivery in partnerships, building proactive customer relationships, utilizing AI and technology to enhance efficiency, and automating playbooks, hiring for CS roles. Kristi also explains the difference between product and customer advisory boards and their significance. Timestamps 0:00 - Preview & Intros 3:10 - Customer Success at Percona 4:30 - Customer Success Account Managers 7:07 - Breaking into Customer Success 10:55 - Fostering relationships with customers to focus on value delivery 18:30 - Prioritising High Touch & Tech Touch 22:10 - Utilizing Product Advisory Board 24:00 - Difference between Product Advisory Boards & Customer Advisory Board 27:30 - Hiring for Customer Success Roles 35:16 - Closing ___________________________ 👉 Follow the podcast Youtube: https://youtu.be/H6mnKkpU2lI?feature=shared Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review. 👉 Connect with the guest Emily Lockhart: https://www.linkedin.com/in/emilyclockhart/ 👉 Connect with hosts Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/ Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/ Josh Schachter: https://www.linkedin.com/in/jschachter/ 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Check out the most loved episodes
👉 Past guests on The Unchurned Podcast include Nick Mehta (GainSight), Mike Molinet (Branch), Edward Chiu (Catalyst), Kristi Faltorusso (Client Success), and customer success leaders and CCOs from top companies like Cloudflare, Google, Totango, Zoura, Workday, Zendesk, Braze, BMC Software, Monday.com, and best-selling authors like Geoffrey Moore and Kelly Leonard. ______________________ Unchurned is presented by UpdateAI About UpdateAI At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships. | |||
| 22 May 2024 | CS Meetups, Post-sales Success and Future of Work Ft. John Gleeson (Success Venture Partners) | 00:47:57 | |
#updateai #customersuccess #saas #business John Gleeson, the founder of Success Venture Partners joins Josh Schachter, founder of UpdateAI to share his startup investment thesis, the need to deeply understand customers and the potential for software to enter underserved spaces. The conversation also delves into the future of technology, job prospects, and the excitement around AI advancements. Timestamps 0:00 - Preview, Intros & Leading an Ice Hockey team 9:15 - Playing with the winning team 15:02 - Creating a venture firm for post-logo entrepreneur support 20:10 - Investment thesis 24:44 - Investing in Loamy 30:25 - CS Meetup 35:20 - The future of work with AI ______________ 👉 Follow the podcast Youtube: https://youtu.be/JprAz-o-dWk Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl 👉 Connect with the guest John Gleeson: https://www.linkedin.com/in/johngleeson10/ 👉 Connect with hosts Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/ Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/ Josh Schachter: https://www.linkedin.com/in/jschachter/ 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter ______________________ Unchurned is presented by UpdateAI About UpdateAI At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships. | |||
| 14 Aug 2024 | Why Do We Question the Value of Customer Success? ft. Brett Queener (Bonfire Ventures) | 00:46:02 | |
#updateai #customersuccess #saas #business Brett Queener, Managing Director at Bonfire Ventures joins Kristi Faltorusso & Josh Schachter to shed light on the challenges faced by startups, the significance of customer success, and the transformative impact of AI in the industry. Brett shares insights from his extensive experience being on 15 boards, highlighting the critical role of board meetings and the need for a dedicated customer person in the early stages of a company. As the discussion unfolds, Brett emphasizes the significance of understanding product fit, customer needs, and the economic sustainability of customer success resources. From the impact of AI on customer success roles to the future of SaaS, tune into uncover the true worth of CS. Timestamps 0:00 - Preview & Intro 4:50 - The first CS hire 7:25 - The product is a vision 10:25 - The founders don't know 13:15 - CSMs & leaders - LISTEN!!! 17:46 - Should CSMs be responsible for upsells, cross-sells & renewals? 26:06 - We shouldn't give revenue to CS 29:20 - AI & SaaS helps you do your job 37:37 - The need for onboarding 41:16 - Solve the pains of the customer ___________________________ 👉 Follow the podcast Youtube: https://youtu.be/JprAz-o-dWk Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl 👉 Connect with the guest Brett Queener: https://www.linkedin.com/in/brettqueener/ 👉 Connect with hosts Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/ Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/ Josh Schachter: https://www.linkedin.com/in/jschachter/ 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ ______________________________________ Unchurned is presented by UpdateAI About UpdateAI At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships. | |||
| 01 Jan 2025 | Bridging Sales and Post-Sales to Build a Customer-Centric Revenue Strategy ft. Margaret Wise (ActiveProspect) | 00:20:13 | |
#updateai #customersuccess #saas #business Margaret Wise, Chief Revenue Officer at ActiveProspect joins Josh Schachter, Co-Founder & CEO at UpdateAI to chat about streamlining pre-sale, and post-sale operations to focus on customer success and revenue growth. Timestamps 0:00 - Preview & Intros 1:36 - Overview of ActiveProspect 5:07 - Margaret’s career progression, key learnings and insights 8:12 - Compensation & Incentives to acquire the right customers 12:34 - Implementing smooth transitions between sales and customer success teams 17:50 - Utilization of AI and Technology Enablement ___________________________ 👉 Follow the podcast Youtube: https://youtu.be/JprAz-o-dWk Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl 👉 Connect with the guest Margaret Wise: https://www.linkedin.com/in/mgtwise/ 👉 Connect with hosts Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/ Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/ Josh Schachter: https://www.linkedin.com/in/jschachter/ 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ ________________ Unchurned is presented by UpdateAI About UpdateAI At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships. | |||
| 05 Mar 2025 | How CS Teams Can Build Trust and Secure Buy-In to Grow and Scale Customer Success ft. Lawrence Waldman (GLMX) | 00:42:22 | |
#updateai #customersuccess #saas #business Lawrence Waldman, who recently stepped into a new role as Global Head of Client Experience at GLMX, shares insights from his initial hundred days at the company. He opens up about navigating change and scaling operations in a rapidly growing space while also spotlighting his team's strong customer relationships and innovative approaches. Timestamps 0:00 - Preview, Music Nerds Unite, LinkedIn & Intro 8:30 - GLMx, its services 12:28 - Lawrence's new role at GLMx, team dynamics and culture 15:08 - Lawrence's experience hunting a job 19:00 - The first 100 days 23:10 - Building trust and buy-in 31:45 - Pleasant surprises and operational challenges 38:23 - Transitioning from learning to executing ___________________________ 👉 Follow the podcast Youtube:https://youtu.be/JprAz-o-dWk Apple Podcast:https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl 👉 Connect with the guest Lawrence Waldman:https://www.linkedin.com/in/lawrencejwaldman/ 👉 Connect with hosts Jon Johnson:https://www.linkedin.com/in/jonwilliamjohnson/ Kristi Faltorusso:https://www.linkedin.com/in/kristiserrano/ Josh Schachter:https://www.linkedin.com/in/jschachter/ 👉Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter athttps://blog.update.ai/ ______________________ Unchurned is presented by UpdateAI About UpdateAI At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships. | |||
| 31 Jan 2024 | Are CSMs with Experience Not as Good as Those with Expertise? ft. Szuyin Leow (Transcend) | 00:46:28 | |
#updateai #customersuccess #saas #business Szuyin Leow, VP of Customer Experience at Transcend joins the hosts Kristi Faltorusso, Jon Johnson & Josh Schachter. They discuss the importance of hiring subject matter experts in customer success and the impact of personal experiences on professional development. Timestamps 0:00 - Preview 0:36 - BS & Intros 4:04 - Meet Szuyin 6:08 - Need for GDPR rules 8:25 - Kristi is not friends with Josh 8:55 - CS & CS tool stack at Transcend 13:51 - Hiring a CSM for renewals 17:45 - Kristi is insecure about not having a consulting background 25:41 - Pick a leader, not a job 26:54 - Identifying superpowers 28:50 - You don't need a CS background 32:10 - Szuyin's husband is a YouTuber. 34:00 - Personalizing interactions beyond the monkey sphere 43:15 - Simplifying customer experience ___________________________ 👉 Connect with the guest Szuyin Leow: https://www.linkedin.com/in/szuyinleow/ 👉 Connect with hosts Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/ Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/ Josh Schachter: https://www.linkedin.com/in/jschachter/ 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter ________________ Keywords: How to keep your customers happy customer success manager customer support customer success management Customer Success Manager role hiring tips for customer success steps in hiring a customer success manager consulting and customer success experience versus expertise | |||
| 11 Dec 2024 | Proactive Customer Engagement & the Evolving Role of CSMs ft. Tatiana Ferreira (Launchmetrics) | 00:37:34 | |
#updateai #customersuccess #saas #business Tatiana Ferreira (CCO, Launchmetrics) joins the hosts Kristi Faltorusso (CCO, Client Success), Jon Johnson (Principal CSM, User Testing) & Josh Schachter (Founder & CEO, UpdateAI). They discuss the complexities of mergers and acquisitions, the shift towards proactive customer outreach, the challenges of communication in multi-CSM models, the emerging role of AI in predicting risk within customer success, the balance between specialized and generalized customer support, and the imperative of clear communication during organizational changes. Timestamps 0:00 - Preview, BS, Intros 3:50 - Overview of Launchmetrics 9:20 - Aligning motivations & communicating post-merger integration 13:26 - OKRs and employee engagement 15:50 - Mixed roles in CS and professional services 18:27 - Challenges in customer interaction and communication clarity 25:00 - Automation and tech stack 27:35 - Enablement and evolving skill sets for CSMs 30:00 - Need for understanding data and being proactive ___________________________ 👉 Follow the podcast Youtube: https://youtu.be/JprAz-o-dWk Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl 👉 Connect with the guest Tatiana Ferreira: https://www.linkedin.com/in/tatianarferreira/ 👉 Connect with hosts Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/ Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/ Josh Schachter: https://www.linkedin.com/in/jschachter/ 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ ______________________ Unchurned is presented by UpdateAI About UpdateAI At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships. | |||
| 20 Mar 2024 | Driving Customer Success with $1 Billion in Verified Customer Value and Insights ft. Elisabeth Zornes (Autodesk) | 00:47:31 | |
Elisabeth Zornes, Chief Customer Officer at Autodesk joins the hosts Kristi Faltorusso, Jon Johnson & Josh Schachter to explore the challenges and strategies in articulating and delivering value to customers. Timestamps 0:00 - Preview 0:58 - BS & Intros 3:30 - How does a CCO work with customers? 4:40 - Where is Kate Middleton? 7:00 - Making the customer a success 9:00 - Articulating the value of the product to customers 13:50 - Planning customer success, measuring and assessing data 16:45 - Collecting customer data to create solid foundations 18:35 - How to use AI for customer insights & recommendations 23:15 - Best conversations for customers' success & technical success 25:40 - How to build a scalable customer success process for small businesses? 30:15 - CS This or That 32:14 - CSMs spent 33% of their time on preparing and follow-ups 36:05 - How can CSMs track and enforce product adoption? 39:50 - The future of CS 44:25 - Closing ___________________________ 👉 Follow the podcast Youtube: https://youtu.be/H6mnKkpU2lI?feature=shared Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl 👉 Connect with the guest Elisabeth Zornes: https://www.linkedin.com/in/elisabethzornes/ 👉 Connect with hosts Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/ Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/ Josh Schachter: https://www.linkedin.com/in/jschachter/ 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Check out the most loved episodes
👉 Past guests on The Unchurned Podcast include Nick Mehta (GainSight), Mike Molinet (Branch), Edward Chiu (Catalyst), Kristi Faltorusso (Client Success), and customer success leaders and CCOs from top companies like Cloudflare, Google, Totango, Zoura, Workday, Zendesk, Braze, BMC Software, Monday.com, and best-selling authors like Geoffrey Moore and Kelly Leonard. ______________________ Unchurned is presented by UpdateAI About UpdateAI At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships. | |||
| 11 Sep 2024 | How to Improve CS Strategy by Analyzing Customer Relationships ft. Ziv Peled (CCO, AppsFlyer) | 00:52:04 | |
#updateai #customersuccess #saas #business Jon Johnson, Josh Schachter, and Kristi Faltorusso sit down with Ziv Peled, the Chief Customer Officer at AppsFlyer. Ziv shares his valuable insights on managing customer relationships, the impact of AI on customer success, and the crucial role of human touch in building strong connections. Ziv explains how focusing on key stakeholders, using tools like Gong for actionable insights, and employing a manual scoring system can enhance relationship management. He also discusses scenarios where rule-based systems can be more effective than AI, and how to rank opportunities based on user engagement and decision-making influence. Additionally, Ziv shares his thoughts on long-term employee retention, tackling global business challenges, and strategies for managing crises, drawing from his extensive experience at AppsFlyer. Timestamps 0:00 - Preview & Intro 2:20 - Jon is healing, recovering, recharging 7:25 - Meet Ziv 10:52 - Balancing business responsibilities amid ongoing war challenges 14:40 - Teamwork boosts motivation and productivity 20:59 - Balancing business goals with employees' personal challenges 26:05 - Planning 2025 growth, maximizing efficiency, leveraging AI. 28:31 - Here's what every CSM needs from AI 31:10 - Evaluating relationships to maximize business growth 35:35 - Customers remember onboarding experiences vividly 37:40 - AI as a laser pointer for focus 38:38 - How is AI helping customer success 44:25 - Using AI to enhance strategic customer success outcomes 47:03 - Feedback from experienced leaders empowers niche strategies 50:15 - AI aids in customer strategy and revenue growth ___________________________ 👉 Follow the podcast Youtube: https://youtu.be/JprAz-o-dWk Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl 👉 Connect with the guest Ziv Peled: https://www.linkedin.com/in/zivpeled/ 👉 Connect with hosts Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/ Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/ Josh Schachter: https://www.linkedin.com/in/jschachter/ 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ ________________ Keywords: How to keep your customers happy, customer success manager, customer success management, Customer Success Manager role, engagement strategies, Gong insights, relationship scoring, customer engagement, AI in customer success, scalability with AI, AI-enhanced efficiency, strategic relationships, user engagement signals, efficient contact targeting, personalized customer success, AI strategic role, B2B SaaS, customer needs identification, strategic planning, CSM management via AI, proactive health scoring, sentiment analysis, impact of AI on Customer Success, human-AI collaboration, importance of human relationships, organizational memory, crisis management, global teamwork, trust building in crisis. ______________________ Unchurned is presented by UpdateAI About UpdateAI At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships. | |||
| 20 Nov 2024 | Meet the Woman Who Coined the CSQL ft. Rachel Orston (Instructure) | 00:32:10 | |
#updateai #customersuccess #saas #business Rachel Orston, Chief Customer Officer at Instructure joins the hosts Jon Johnson & Josh Schachter to discuss her strategic approach to aligning customer success with sales and revenue goals, the challenges of transitioning to a variable compensation model, and how Instructure fosters a culture of connection and collaboration.
Timestamps 0:00 - Preview & Intros 5:15 - Discussing about CoThrive 8:07 - Diverse customer segments at Instructure 13:15 - Performance metrics that drive success 16:45 - Connecting with customers 22:36 - Emphasis on performance-based variable compensation 27:23 - CS and Sales 30:15 - Tools and processes for improved collaboration ___________________________ 👉 Follow the podcast Youtube: https://youtu.be/JprAz-o-dWk Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl 👉 Connect with the guest Rachel Orston: https://www.linkedin.com/in/rachelorston/ Rachel's blogs: https://www.linkedin.com/in/rachelorston/recent-activity/articles/ 👉 Connect with hosts Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/ Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/ Josh Schachter: https://www.linkedin.com/in/jschachter/ 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ ________________ Keywords: How to keep your customers happy, customer success manager, customer support, customer success management, Customer Success Manager role, Rachel Orson, Canvas, Instructure, on-demand training, integration with Student Information Systems (SIS), customer advisory boards, QBRs, customer relationships, user engagement, Customer Success Managers (CSMs), sales alignment, Salesforce, Gainsight. ______________________ Unchurned is presented by UpdateAI About UpdateAI At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships. | |||
| 12 Mar 2025 | How to Build a Customer-Centric Culture ft. Rimple Patel (Eightfold.ai) | 00:35:03 | |
#updateai #customersuccess #saas #business Rimple Patel, Chief Customer Officer at Eightfold.ai, joins host Josh Schachter, Co-Founder & CEO of UpdateAI, as she walks us through her strategic approach to leadership, including evaluating teams, aligning missions, and fostering a customer-first culture. Josh and Rimple also explore the role of AI in scaling business processes, covering innovations like agentic AI and AI recruiters while emphasizing the irreplaceable human element in the workplace. Finally, Rimple shares her insights on driving GRR and NRR growth at Eightfold and her strategy for scaling the company. Timestamps 00:00 - Preview & Intros 01:35- Overview of Eightfold.ai 04:30 - AI in Talent Management 08:00 - Rimple’s Journey, Career Path & Industry Experience 17:43 - Challenges & Insights from Her Role as CCO 20:03 - Evaluating Leadership, Talent, and Cultural Shifts 21:05 - Building a Customer-First Value System 22:09 - Team Principles & Leadership Accountability 28:50 - Customer Segmentation & Health Assessment Strategies 31:13 - Revamping Customer Health Assessment 33:05 - Yearly Growth Strategy: Stabilize, Scale, Soar ___________________________ 👉 Follow the podcast Youtube: https://youtu.be/JprAz-o-dWk Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl 👉 Connect with the guest Rimple Patel https://www.linkedin.com/in/rimpledpatel/ 👉 Connect with hosts Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/ Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/ Josh Schachter: https://www.linkedin.com/in/jschachter/ 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ ______________________ Unchurned is presented by UpdateAI About UpdateAI At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships. | |||
| 18 Dec 2024 | Aligning Customer Success Strategies to Exceed Customer Expectations ft. Sam Slevin (AlphaSense) | 00:26:17 | |
#updateai #customersuccess #saas #business Sam Slevin, Global Senior Vice President Customer Success at AlphaSense joins Josh Schachter, Founder & CEO of UpdateAI. Sam shares his expertise in aligning with customer needs through strategic onboarding, mapping value over time, and navigating the complexities of global growth. The episode also explores the integration of AlphaSense's recent acquisition and the importance of digital success in reaching diverse personas. Timestamps 0:00 - Preview & Intros 1:51- Overview of AlphaSense 6:35 - Value is greater than price 8:42 - Onboarding is an experience 9:55 - Aligning services and solutions to customer requirements 14:25 - Acquisition & Integration 19:20 - Tailoring Digital Success approaches based on customer profiles 25:02 - Hiring Alert ___________________________ 👉 Follow the podcast Youtube: https://youtu.be/JprAz-o-dWk Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl 👉 Connect with the guest Sam Slevin: https://www.linkedin.com/in/sam-slevin-9b2ba21b/ 👉 Connect with hosts Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/ Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/ Josh Schachter: https://www.linkedin.com/in/jschachter/ 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ _____________________________________ Unchurned is presented by UpdateAI About UpdateAI At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships. | |||
| 24 Apr 2024 | Are Customer-Centric Strategies a Solution to Customer Crisis? ft. Seth Terbeek (DrFirst) | 00:51:22 | |
Seth Terbeek, VP of Customer Transformation at DrFirst joins Josh Schachter & Jon Johnson to emphasize the - Importance of journey mapping and scaling - Challenges around value creation and management - Necessity of proving the value of your CS department - Importance of open-ended questions when interacting with customers Seth emphasizes failing forward, pivoting, and fostering a customer-centric mindset. Timestamps 0:00 - Preview, BS, & Meet Seth Terbeek 4:05 - Effectiveness of phone calls and texting in a business setting 7:06 - What is Customer Transformation? 11:40 - Creating a customer transformation department to increase renewal dollars 16:40 - Sharing customer information cross-functionally and centralizing information 20:44 - the need for focusing on managing accounts and addressing friction separately 26:46 - Finding the right customer experience balance 30:00 - Customer Transformation Goals 2024 32:36 - Change management and training for using Plan Hat effectively 34:10 - Plan Hat coffee and its Swedish origins 36:46 - Failing forward, creating safe spaces, and customer-centric thinking 41:30 - Recognizing areas for improvement, & customer journey map 47:06 - CS Meetup, London 48:08 - Sponsorship of Pulse event and Jess Cohen's upcoming workshop 50:30 - Closing ___________________________ 👉 Follow the podcast Youtube: https://youtu.be/H6mnKkpU2lI?feature=shared Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review. 👉 Connect with the guest Seth Terbeek: https://www.linkedin.com/in/sethterbeek/ 👉 Connect with hosts Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/ Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/ Josh Schachter: https://www.linkedin.com/in/jschachter/ 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Check out the most loved episodes
👉 Past guests on The Unchurned Podcast include Nick Mehta (GainSight), Mike Molinet (Branch), Edward Chiu (Catalyst), Kristi Faltorusso (Client Success), and customer success leaders and CCOs from top companies like Cloudflare, Google, Totango, Zoura, Workday, Zendesk, Braze, BMC Software, Monday.com, and best-selling authors like Geoffrey Moore and Kelly Leonard. ______________________ Unchurned is presented by UpdateAI About UpdateAI At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships. | |||
| 19 Jun 2024 | Can Revenue-Driven Practices Lead to Customer-Centric Growth? Ft. Aaron Thompson (SuccessHACKER) | 00:50:53 | |
#updateai #customersuccess #saas #business Customer success roles fall short of true value creation. The industry has inadvertently boxed itself into creating safe, activity-based roles rather than ones driven by tangible outcomes and accountability. It's time to rethink and reinvent the essence of customer success. Aaron Thompson, CRO, SuccessHACKER, joins our hosts, Josh Schachter, Kristi Faltorusso & Jon Johnson to discuss the need for a crucial shift in the customer success model from being a cost center to a revenue driver. Aaron brings a wealth of experience and a fresh perspective, discussing the impact of tracking post-sale activities, aligning team incentives, and the challenges of transitioning from a "sales-led" to a "revenue-led" organization and the essential role of renewals, expansions, and customer retention in driving revenue growth. Timestamps 0:00 - Preview, BS & Intro 6:12 - Revenue Acquisition Cost 14:39 - Tracking & calculating costs 18:00 - Revenue is cheap to lose, expensive to maintain 26:55 - Focus on being revenue-led 30:04 - Rewiring to become customer-centric 35:50 - The starting point to being customer-centric as an individual contributor 43:05 - CSMs need to have a revenue-focused mindset ___________________________ 👉 Follow the podcast Youtube: https://youtu.be/JprAz-o-dWk Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl 👉 Connect with the guest Aaron Thompson: https://www.linkedin.com/in/athomps/ 👉 Connect with hosts Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/ Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/ Josh Schachter: https://www.linkedin.com/in/jschachter/ 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter ________________ Keywords: Customer success, Revenue-led growth, Success criteria, Renewals, Customer retention, Revenue growth, customer centricity, Revenue acquisition cost, Cross-sell, Upsell, Customer-centric approaches, Recurring revenue approaches, Customer success managers, Revenue-based accountability, Customer-driven revenue, Predictable renewals, Additional revenue opportunities, Success planning, Onboarding process, Client success tools, Business growth strategy, Customer expectations ______________________ Unchurned is presented by UpdateAI About UpdateAI At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships. | |||
| 22 Jan 2025 | Enabling Excellence by Transforming CSM Roles ft. Christine Boermeester (Deltek) | 00:22:45 | |
Christine Boremeester, Senior Director of Strategy & Enablement at Deltek, joins Kristi Faltorusso, CCO at ClientSuccess, and Josh Schachter, Co-Founder & CEO of UpdateAI, to share invaluable insights into how Deltek continues to innovate and serve its global customer base. Tune in to explore Deltek's ambitious initiatives, including the creation of specialized customer success roles and the challenges of standardizing processes across a diverse range of products and customers. Christine also highlights her team’s excitement and anticipation as they prepare to launch these transformative changes, aimed at elevating customer relationships and driving business growth. Timestamps 0:00 - Preview & Intros 3:00 - Christine's Career Evolution 4:15 - Formation of the Strategy and Enablement Group 11:00 - Team Structure & Implementation 12: 19 - Hiring Plans & Profiles 13:40 - Expectations from CSMs 17:40 - Diverse challenges due to multiple products and systems 20:51 - Team Sentiment and Engagement ___________________________ 👉 Follow the podcast Youtube: https://youtu.be/JprAz-o-dWk Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl 👉 Connect with the guest Christine Boermeester: https://www.linkedin.com/in/christine-boermeester-9315472/ 👉 Connect with hosts Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/ Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/ Josh Schachter: https://www.linkedin.com/in/jschachter/ 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ ________________ Keywords: How to keep your customers happy, customer success manager, customer success management, Customer Success Manager role, Unchurned, customer relationships, Deltek, enterprise software, information solutions, customer care, customer support, customer success, strategy and enablement, digital content management, customer enablement group, customer experience, customer engagement, customer success manager, renewals, digital segment, account management ______________________ Unchurned is presented by UpdateAI About UpdateAI At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships. | |||
| 13 Mar 2024 | Exploring Diverse Customer Views Using Cross-Functional Expertise ft. Jill Sawatzky (CCO, Thought Industries) | 00:46:13 | |
Jill Sawatzky, the Chief Customer Officer at Thought Industries joins Jon Johnson and Josh Schachter, as they discuss the impact of rotating leaders within an organization aiming to gain empathy and cross-functional skills. They also explore the importance of in-person customer interactions and continuously enhancing the customer experience to meet evolving business needs using digital CS. Timestamps 0:00 - Preview 1:22 - BS & Intros 3:22 - Meet Jill 4:50 - Merger of Totango & Catalyst 5:55 - Josh pokes fun at Jon 7:53 - Do less, better together 11:53 - Communicating customer requirements to the product team 14:55 - One-to-many high tough digital CS 16:45 - Technical investigations team saves CSMs from burnouts 21:21 - Here's what CSMs need to focus on 23:30 - Meeting customers in-person 32:15 - Rotating leaders to understand customer needs better 35:43 - Benefits of having a support leader doing customer education 39:30 - Jill's experience executing the rotation 45:17 - Closing ___________________________ 👉 Follow the podcast Youtube: https://youtu.be/H6mnKkpU2lI?feature=shared Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl 👉 Connect with the guest Jill Sawatzky: https://www.linkedin.com/in/jillsawatzky/ 👉 Connect with hosts Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/ Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/ Josh Schachter: https://www.linkedin.com/in/jschachter/ 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Check out the most loved episodes
👉 Past guests on The Unchurned Podcast include Nick Mehta (GainSight), Mike Molinet (Branch), Edward Chiu (Catalyst), Kristi Faltorusso (Client Success), and customer success leaders and CCOs from top companies like Cloudflare, Google, Totango, Zoura, Workday, Zendesk, Braze, BMC Software, Monday.com, and best-selling authors like Geoffrey Moore and Kelly Leonard. ______________________ Unchurned is presented by UpdateAI About UpdateAI At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships. | |||
| 05 Jun 2024 | Bosses Don’t Understand the Role of CSMs Ft. Alok Shukla (FunnelStory) | 00:47:19 | |
#updateai #customersuccess #saas #business Alok Sharma, CEO of Funnel Story AI, joins Josh Schachter, Founder & CEO of UpdateAI, and Jon Johnson, Principal CSM of UserTesting, to discuss the strategic role of CSMs in using technology to drive business outcomes. With a blend of humor, insightful discussions, and practical takeaways, Alok shares his insights on the shortcomings of traditional customer success platforms, the generational shift in technology adoption, and the evolving role of customer success teams in leveraging data insights for strategic decision-making. Timestamps: 0:00 - Preview 1:56 - BS & Intros 7:20 - Overlap of Cybersecurity & CS 11:54 - 80% of AI is Getting Data in the Right Format 18:52 - Business Intelligence for CS Teams 20:30 - Do CSMs Need a Data Mindset? 22:45 - Pendo Isn't Designed for CSMs 26:40 - Importance of Understanding Personas 28:40 - Good Food. Good Business. Good Life. 34:34 - Do Traditional CS Platforms Solve Real Problems? 46:46 - Closing ___________________________ 👉 Follow the podcast Youtube: https://youtu.be/JprAz-o-dWk Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl 👉 Connect with the guest Alok Shukla: https://www.linkedin.com/in/akshukla/ 👉 Connect with hosts Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/ Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/ Josh Schachter: https://www.linkedin.com/in/jschachter/ 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ ________________ Keywords: How to keep your customers happy , customer success manager, customer support, customer success management, Customer Success Manager role, Pendo, FunnelStory, Data mindset, Customer success platforms, Alok Sharma, customer progression, technology adoption, cybersecurity, big data analysis, human interactions, behavioral insights, business intelligence, data mindset, customer relationships, in-person meetings, post-COVID era ______________________ Unchurned is presented by UpdateAI About UpdateAI At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships. | |||
| 03 Jul 2024 | Demystifying Customer Needs ft. Alex Turkovic (The Digital Customer Success Podcast) | 00:51:22 | |
Alex Turkovic joins Jon Johnson, and Kristi Faltorusso to delve into the intricacies of customer success management (CSM), the disconnect between customer experience strategies and practical implementation, the role of emotional intelligence in business decisions, tackling data quality and management & much more. Timestamps 0:00 - Preview, BS & Intros 4:57 - Practically implementing concepts and frameworks 8:50 - Put the customer first 10:00 - We need emotional intelligence in CS 13:03 - Tracking actions vs real outcomes 16:18 - Tracking metrics that matter 19:27 - Trust, Journey Map, & Clean Data 31:40 - The correlation of CS, Product & Marketing 34:10 - Central CSM 35:35 - Consolidation and management of SaaS applications 39:10 - Validating project success 46:00 - Closing ___________________________ 👉 Follow the podcast Youtube: https://youtu.be/JprAz-o-dWk Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl 👉 Connect with the guest Alex Turkovic: https://www.linkedin.com/in/alexturkovic/ 👉 Connect with hosts Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/ Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/ Josh Schachter: https://www.linkedin.com/in/jschachter/ | |||
| 10 Apr 2024 | Should Sales and Customer Success Teams Align on Customer Success Plans? ft. Alex Farmer (Nezasa) & Michael Forney (Responsive) | 00:52:12 | |
#updateai #customersuccess #saas #business Alex Farmer, CCO at Nezasa, & Michael Forney, VP CS at Responsive join the hosts Kristi Faltorusso, Jon Johnson & Josh Schachter. They discuss: - Challenges of constant employee turnover - Aligning Sales & CS on Success Plans - Strategies for successful cross-functional collaboration - Role of AI in sharing the voice of the customer - Differentiating onboarding phases - Prioritizing customer-centric tactics - Strategic approaches to improving customer retention - Navigating challenges related to M&A Timestamps 0:00 - Preview 1:25 - Meet our guests & Solar Eclipse 6:31 - Leadership is lonely 8:35 - Challenges in cross-function collaboration 10:58 - Challenges dealing with churn, employee turnover 16:50 - Kristi shares the benefits of re-onboarding & strategies around it 22:50 - Alex shares his perspective on onboarding & non-regretted churn 24:35 - How you can tactically be customer-centric 28:20 - Responsive ---Behind the scenes 32:50 - Re-onboarding doesn't have to be free 35:35 - Identifying customer behavior 38:50 - Using AI to keep customer insights aligned across teams 40:22 - Alex shares about transitioning to an enterprise value selling motion 44:20 - How Alex 6x'ed the average contract value and boosted the win rate from 20 to 33% 45:45 - Adjusting success plans 50:43 - Closing ___________________________ #updateai #customersuccess #saas #business ___________________________ 👉 Follow the podcast Youtube: https://youtu.be/H6mnKkpU2lI?feature=shared Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review. 👉 Connect with the guest Michael Forney - https://www.linkedin.com/in/michael-forney/ Alex Farmer - https://www.linkedin.com/in/alexanderfarmer/ 👉 Connect with hosts Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/ Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/ Josh Schachter: https://www.linkedin.com/in/jschachter/ 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Check out the most loved episodes
👉 Past guests on The Unchurned Podcast include Nick Mehta (GainSight), Mike Molinet (Branch), Edward Chiu (Catalyst), Kristi Faltorusso (Client Success), and customer success leaders and CCOs from top companies like Cloudflare, Google, Totango, Zoura, Workday, Zendesk, Braze, BMC Software, Monday.com, and best-selling authors like Geoffrey Moore and Kelly Leonard. ______________________ Unchurned is presented by UpdateAI About UpdateAI At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships. | |||
| 08 Jan 2025 | Building Systems to Enroute Customers from Processes to Progress ft. Emily McIlwain (Exo) | 00:27:03 | |
#updateai #customersuccess #saas #business Emily McIlwain, Director of Customer Success at Exo, joins the hosts Jon Johnson, Principal CSM at User Testing , and Josh Schachter, Co-Founder and CEO at UpdateAI, to chat about the art of building scalable processes in a rapidly growing startup. Timestamps 0:00 - Preview 1:36 - Josh is engaged 2:50 - Exo- Overview, Products and Mission 15:00 - Importance of process documentation and improvement 17:15 - Challenges of automating processes and maintaining clear communication 20:12 - Setting realistic expectations for new implementations and product shifts ___________________________ 👉 Follow the podcast Youtube: https://youtu.be/JprAz-o-dWk Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl 👉 Connect with the guest Emily McIlwain: https://www.linkedin.com/in/emilymcilwain/ 👉 Connect with hosts Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/ Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/ Josh Schachter: https://www.linkedin.com/in/jschachter/ 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ _____________________________________ Unchurned is presented by UpdateAI About UpdateAI At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships. | |||
| 31 Jul 2024 | How to Maximize ROI with Outcome-Based Scoring ft. Brent Grimes (Reef.ai) | 00:44:53 | |
#updateai #customersuccess #saas #business Brent Grimes, Founder and CEO at Reef.ai joins the hosts Kristi Faltorusso, Jon Johnson & Josh Schachter. Brent shares insights on outcome-based scoring for customer health and the power of leveraging data for predictive modeling in customer success. They also discussed the potential future convergence of structured and unstructured data and the impact of AI agents on future work. Timestamps 0:00 - Preview, BS & Intros 7:09 - Reef's origin story 13:50 - Importance of outcome-based scoring 20:35 - Smart targeting & smart recommendations 26:26 - CSMs need to do high-value work 30:30 - ReefAI versus Gainsight 34:47 - Data privacy & security 37:07 - Convergence of structured and unstructured data ___________________________ 👉 Follow the podcast Youtube: https://youtu.be/JprAz-o-dWk Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl 👉 Connect with the guest Brent Grimes: https://www.linkedin.com/in/brentgrimes/ 👉 Connect with hosts Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/ Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/ Josh Schachter: https://www.linkedin.com/in/jschachter/ 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ ______________________ Unchurned is presented by UpdateAI About UpdateAI At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships. | |||
| 27 Nov 2024 | Rethinking Compensation: From Commissions to Ongoing Payouts ft. Brian Hansen (Aurora Solar) | 00:38:13 | |
#updateai #customersuccess #saas #business
Hosts Kristi Faltorusso (CCO, Client Success) and Josh Schachter (Founder & CEO, UpdateAI) sit down with Brian Hansen (Director of CS, Aurora Solar) to discuss how Aurora Solar is reinventing its approach by aligning product usage metrics with sales and customer success efforts. They are adopting a long-term strategy that prioritizes customer growth while tackling the unique challenges of the solar industry. The conversation covers everything from the intricacies of compensation models to how the company is fostering accountability and collaboration across teams.
Timestamps
0:00 - Preview, BS & Intros
5:30 - Work Culture and Mission Drive
7:36 - Solar Coaster
10:15 - Supporting Employees' Career Paths
11:55 - Focusing on "Product Usage" as a Unifying Metric
17:00 - Transition to Incentives-Based Compensation
22:22 - Getting the Board Onboard
24:21 - Impact on Users & Customers
25:52 - Focusing on Qualitative Data Insights
28:50 - Increased Accountability Across the Organization
30:50 - Resource Allocation and Prioritization
___________________________
👉 Follow the podcast
Youtube: https://youtu.be/JprAz-o-dWk
Apple Podcast: https://apple.co/3dfWXmD
Spotify: https://spoti.fi/3KD3Ehl
👉 Connect with the guest
Brian Hansen: https://www.linkedin.com/in/bhansendoes/
👉 Connect with hosts
Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/
Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/
Josh Schachter: https://www.linkedin.com/in/jschachter/
👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/
________________
Keywords:
How to keep your customers happy, customer success manager, customer support, customer success management, Customer Success Manager role, Sales compensation, ongoing payments, customer success strategy, usage value targets, UpdateAI, ideal customer profiles, customer growth, digital strategy, data insights, solar industry challenges, leadership development, product usage metrics, product roadmaps, voice of customer, long-term strategy, accountability, resource allocation, LumoPath partnership, CSM activities, prioritization data, usage value focus, product adoption, sales incentives, credit system, company-wide targets.
______________________
Unchurned is presented by UpdateAI
About UpdateAI
At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.
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| 06 Nov 2024 | Can Sales & CS Team Up to Take Customers to Success? ft. Nicole Guarino | 00:33:18 | |
#updateai #customersuccess #saas #business Nicole Guarino, the Director of Customer Success at Cambridge Mobile Telematics (CMT) joins hosts Jon Johnson, Principal CSM (Key Accounts) at UserTesting, and Josh Schachter, Founder & CEO of UpdateAI, to discuss the pivotal roles of sales and customer success in driving business expansion. Nicole sheds light on her transition from sales to customer success, sharing the challenges and insights she’s gathered along the way. Timestamps 0:00 - Preview, BS, distracted driving & intros 14:10 - Nicole shares her company's goals & hurdles 20:25 - KPIs for CSMs 23:00 - Should CS offer support for renewals? 26:05 - Focusing on net new revenue & current revenue 29:20 - We are all revenue, we are all gonna win 30:05 - CS & Sales collaboration __________________________ 👉 Follow the podcast Youtube: https://youtu.be/JprAz-o-dWk Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl 👉 Connect with the guest Nicole Guarino: https://www.linkedin.com/in/nicole-guarino-15a6468/ 👉 Connect with hosts Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/ Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/ Josh Schachter: https://www.linkedin.com/in/jschachter/ 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ ________________ Keywords: How to keep your customers happy, customer success manager, customer support, customer success management, Customer Success Manager role, Product growth, Sales-driven model, Usage-driven model, Customer engagement, Product-led growth, Sales-led growth, Revenue alignment, Net revenue, Customer success, Renewal expansion, Revenue goals, Enterprise client relationships, Telematics, Distracted driving, Safe driving habits, Technical account management, Usage-based insurance, Cambridge Mobile Telematics. ______________________ Unchurned is presented by UpdateAI About UpdateAI At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships. | |||
| 07 Mar 2024 | Should we ease the workload of superhero customer success managers? ft. Sarah Parker (BetterUp) | 00:37:25 | |
#updateai #customersuccess #saas #business Sarah Parker, SVP, Global Customer Success at BetterUp joins the hosts Kristi Faltorusso, Jon Johnson & Josh Schachter. They discuss the need for a transition from high-touch to low-touch customer interactions and the mindset shift required for CSMs for a self-service approach. Timestamps 0:00 - Preview 1:02 - Josh's childhood bedroom & Men need pillows 2:36 - Wish Jon a Happy Birthday! 4:15 - Meet Sarah Parker & Learn about BetterUp 6:42 - How coaching equips leaders to navigate challenges 10:30 - Challenges at BetterUp 13:00 - High-touch approach for customer success 14:40 - Challenges despite a high NPS 18:18 - Services offered by BetterUp 22:04 - Mindset transition from a service provider to a partner 25:15 - Augmenting CSMs & enabling customers as platform owners 29:10 - High demand for low-touch models faces resistance. 31:45 - Articulating worth for maximizing impact 33:54 - CSMs are trained to be a superhero 35:33 - Transitioning from UiPath to BetterUp was personal 37:35 - Wrap up! ___________________________ 👉 Follow the podcast Youtube: https://youtu.be/H6mnKkpU2lI?feature=shared Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl 👉 Connect with the guest Sarah Parker: https://www.linkedin.com/in/sarahkparker/ 👉 Connect with hosts Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/ Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/ Josh Schachter: https://www.linkedin.com/in/jschachter/ 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Check out the most loved episodes
👉 Past guests on The Unchurned Podcast include Nick Mehta (GainSight), Mike Molinet (Branch), Edward Chiu (Catalyst), Kristi Faltorusso (Client Success), and customer success leaders and CCOs from top companies like Cloudflare, Google, Totango, Zoura, Workday, Zendesk, Braze, BMC Software, Monday.com, and best-selling authors like Geoffrey Moore and Kelly Leonard. ______________________ Unchurned is presented by UpdateAI About UpdateAI At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships. | |||
| 30 Oct 2024 | The Reality of Promotions and Navigating Career Growth ft. Rachel Tsui (Komodo Health) | 00:27:51 | |
#updateai #customersuccess #saas #business Rachel Tsui, Head of CS at Komodo Health, joins hosts Jon Johnson, and Josh Schachter to gear up for Halloween with a light-hearted discussion about costumes and candy choices before diving deep into the intricacies of customer success. Rachel highlights the innovative use of healthcare data to identify patient trends and enhance service delivery. The conversation explores how Komodo's customer success team navigates post-sales processes, strategically collaborates with account management, and the essential role of data-driven decisions. Jon and Rachel also delve into career growth challenges, touching on the balancing act of flat organization structures, professional development, and the evolving expectations of newer workforce generations. Join us for a captivating journey through customer success strategies, organizational dynamics, and how they shape the future of innovation at Komodo Health. Timestamps 0:00 - Preview, Halloween & Intros 7:30 - Customer Success at Komodo Health 10:28 - KPIs for customer success at Komodo 12:00 - Plans and Priorities for the Q4 13:22 - Focusing on separating support from CS activities 16:03 - Managing expectations around promotions 20:06 - Navigating career growth 23:50 - Cross-functional Collaboration and Tools for knowledge sharing ___________________________ 👉 Follow the podcast Youtube: https://youtu.be/JprAz-o-dWk Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl 👉 Connect with the guest Rachel Tsui: https://www.linkedin.com/in/racheltsui 👉 Connect with hosts Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/ Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/ Josh Schachter: https://www.linkedin.com/in/jschachter/ 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ ________________ Keywords: How to keep your customers happy, customer success manager, healthcare map, health data, AI, big data, Komodo Health, customer success, net dollar retention, CSM, customer engagement, healthcare platform, data platform, CS team, account management, product utilization, strategic initiatives, executive relationships, customer influence, renewal rate, Gainsight, CRM, AMs (Account Managers), team structure. ______________________ Unchurned is presented by UpdateAI About UpdateAI At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships. | |||
| 14 Feb 2024 | Influencing Customers and Organizational Dynamics ft. Jess Cohen (UpdateAI) | 00:46:40 | |
#updateai #customersuccess #saas #business Jess Cohen, Head of CS and Community at UpdateAI, joins the hosts Kristi Faltorusso, Jon Johnson & Josh Schachter. The conversation touches on topics ranging from the complexities of working in customer success and the importance of guiding clients without giving them answers, to using emojis in Slack communication, with moments of lighthearted banter and insightful exchanges throughout. Timestamps 0:00 - Preview 1:10 - Kristi's new podcast - She's So Suite 3:46 - Meet Jess Cohen 4:31 - Jess wanted to become an astronaut! 6:10 - Learning the purpose of life 7:09 - Jon learns about stars and space from TikTok 10:28 - Kristi's training for a marathon 11:15 - CSMs influence customer behavior 11:55 -Not all who wander are lost 16:15 - You'll love the CCO Club workshop in Boston 21:35 - Should you voice your opinions? 26:38 - Influencing customer behavior change 31:42 - Breaking into CS 32:10 - Jon can't decode Slack emojis 34:42 - Kristi hates Slack 35:50 - Slack as a productivity tool [Slack + CS = Magic] 40:22 - Front-facing adoptive engineer 42:30 - What does success look like as a CSM for Jess? 44:40 - Josh loves structure 46:15 - Wrapping up ___________________________ 👉 Follow the podcast Youtube: https://youtu.be/JprAz-o-dWk Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl 👉 Connect with the guest Jess Cohen: https://www.linkedin.com/in/jessicalaurencohen/ 👉 Connect with hosts Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/ Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/ Josh Schachter: https://www.linkedin.com/in/jschachter/ 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Check out the most loved episodes
👉 Past guests on The Unchurned Podcast include Nick Mehta (GainSight), Mike Molinet (Branch), Edward Chiu (Catalyst), Kristi Faltorusso (Client Success), and customer success leaders and CCOs from top companies like Cloudflare, Google, Totango, Zoura, Workday, Zendesk, Braze, BMC Software, Monday.com, and best-selling authors like Geoffrey Moore and Kelly Leonard. ________________ Keywords: How to keep your customers happy customer success manager customer support Customer Success Manager role customer success engineer ______________________ Unchurned is presented by UpdateAI About UpdateAI At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships. | |||
| 02 Apr 2025 | How can AI as a strategic partner transform CS from reactive to proactive? | 00:22:25 | |
#updateai #customersuccess #saas #business In this episode of the Unchurned podcast, we are joined by our dynamic duo of experts, James Sanders (AI Implementation Strategist) and Michelle Carter (Customer Success Innovation Lead). From automated call summaries and sentiment analysis to predictive analytics and personalized customer experiences, James and Michelle will guide us through the current trends and future possibilities of AI. They discuss the burgeoning interest in specialized AI tools for customer success and delve into various applications—such as conversation intelligence, chatbots, and predictive health scoring—that are reshaping the industry. By leveraging AI, CSMs can focus on building relationships and delivering value with their new AI copilots. Timestamps 0:00 - Preview & Intros 2:17 - AI and Customer Success 3:11 - Call summaries and follow-up generation 4:05 - Voice of the Customer (Sentiment Analysis) 5:11 - Predictive Analytics for Churn and Upsell 6:03 - Customer Health Scoring 6:40 - Task Automation and Workflow Orchestration 7:42 - Chatbots and Self-Service AI 8:37 - Personalized Content and Recommendations 10:52 - Sophisticated proactive retention alerts 12:02 - Embedded copilots for AI assistance 13:03 - Multichannel customer orchestration 15:45 - Solution Categories in AI for Customer Success 19:39 - Glossary of Terms Related to AI ___________________________ 👉 Follow the podcast Youtube: https://www.youtube.com/@updateai9697 Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl 👉 Connect with hosts Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/ Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/ Josh Schachter: https://www.linkedin.com/in/jschachter/ 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ ________________ Keywords: How to keep your customers happy, customer success manager, customer support, customer success management, Customer Success Manager role, customer success metrics, AI implementation strategist, Customer success innovation, Generative AI, Customer success roles, Software companies, Conversation intelligence tools, Call summaries, Predictive analytics for churn, Customer health scoring, Task automation, Risk analytics, Customer feedback, Sentiment AI, Generative AI for content, Large language models, Embeddings, Vector search, Fine tuning, Retrieval augmented generation, Proactive retention alerts, Multi-signal AI, Embedded co-pilots, Digital customer success ______________________ Unchurned is presented by UpdateAI About UpdateAI At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships. | |||
| 16 Oct 2024 | How to Understand and Delight Your Customers Inside & Out ft. Andrew Gaer & Sean Andrews (Bluebeam) | 00:44:45 | |
#updateai #customersuccess #saas #business Josh Schachter (UpdateAI) and Kristi Faltorusso (ClientSuccess) are joined by Andrew Gaer, Senior Director of Customer Success, and Sean Andrews, VP of Global Customer Success at Bluebeam. In this episode, they explore Bluebeam's journey transitioning from a desktop application to a cloud-based SaaS model, focusing on the intricate details of customer success, internal team support, and transition challenges. They also discuss how Bluebeam leverages AI to enhance product functionalities while minimizing user disruptions and delve into the dynamics of community engagement and feedback for better customer satisfaction. Plus, there’s a sprinkle of light-hearted banter and a playful detour into the world of fast food! Timestamps 0:00 - Preview, Intros & Del Taco 7:30 - Transition from desktop applications to SaaS 10:30 - Challenges and Successes of Transitioning into a SaaS model 18:15 - Approach to Customer Enablement & CS 25:23 - Measuring and analyzing KPIs for customer success 35:20 - For your customers -- You are an expert on your product 38:50 - AI Integration and Product Enhancements ___________________________ 👉 Follow the podcast Youtube: https://youtu.be/JprAz-o-dWk Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl 👉 Connect with the guest Andrew Gaer: https://www.linkedin.com/in/andrewgaer/ Sean Andrews: https://www.linkedin.com/in/smandrews/ 👉 Connect with hosts Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/ Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/ Josh Schachter: https://www.linkedin.com/in/jschachter/ 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ ________________ Keywords: How to keep your customers happy, customer success manager, customer support, customer success management, Customer Success Manager role, customer success metrics, Bluebeam, SaaS, Desktop Applications, Cloud Services, Customer Success Approach, AI Integration, AI Operational Efficiency, Product Enhancements via AI, AI User Experience, Customer Transition Management, Customer Feedback, Customer Delight Index, Product Loyalty, SaaS Model Visibility, Community Engagement, Educational Resources for customers ______________________ Unchurned is presented by UpdateAI About UpdateAI At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships. | |||
| 24 Jul 2024 | Balancing efficiency and human touch in customer interactions ft. Julio Franco (Zappi) | 00:55:09 | |
#updateai #customersuccess #saas #business Hosts Kristi Faltorusso, Jon Johnson and Josh Schachter are joined by Julio Franco, Chief Customer Officer of Zappi. They discuss the hurdles of educating customers on best customer success practices, the struggle to invest in customer education and consulting services, and the need for systematizing and reboarding customers. Join us as we uncover the complexities of balancing efficiency and maintaining a human touch in customer interactions while driving operational efficiency and growth in customer success. Timestamps 0:00 - Preview, BS & Intros 8:00 - Simplified market research for quick, inexpensive feedback 11:55 - Improving efficiency & re-onboarding customers 17:45 - Working with customers that "Get It" & those that don't get it 28:05 - CSMs need to do better with what they have 31:54 - The challenge of maintaining a human touch while being efficient 37:42 - Incentivising overstretched CSMs 41:50 - Digital CS is a program, not a segment 45:20 - Reboarding & educating long-time customers ___________________________ 👉 Follow the podcast Youtube: https://youtu.be/JprAz-o-dWk Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl 👉 Connect with the guest Julio Franco: https://www.linkedin.com/in/juliocfranco/ 👉 Connect with hosts Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/ Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/ Josh Schachter: https://www.linkedin.com/in/jschachter/ 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ _____________________________________ Unchurned is presented by UpdateAI About UpdateAI At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships. | |||
| 13 Nov 2024 | Leveraging AI and Executive Business Reviews to Elevate Customer Satisfaction and Growth ft. Paul Staelin (Vercel) | 00:21:32 | |
#updateai #customersuccess #saas #business Paul Staelin, CCO at Vercel joins Josh Schachter, CEO & Founder of UpdateAI to share the strategic structures and priorities behind ensuring stellar customer success and engagement at Vercel, emphasizing the powerful role of AI in forecasting and managing customer support needs. Timestamps 0:00 - Preview & Intros 9:00 - Strive for efficiency and effective customer retention 11:15 - Tactics and Strategies for Net Dollar Retention (NDR) 13:10 - Implementing Executive Business Reviews, not Quarterly Business Reviews 15:15 - AI integration in customer support 17:35 - Solutions evolve; enterprise software is often a demo. ___________________________ 👉 Follow the podcast Youtube: https://youtu.be/JprAz-o-dWk Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl 👉 Connect with the guest Paul Staelin: https://www.linkedin.com/in/paulstaelin/ 👉 Connect with hosts Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/ Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/ Josh Schachter: https://www.linkedin.com/in/jschachter/ 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ ________________ Keywords: How to keep your customers happy, customer success manager, customer support, customer success management, Customer Success Manager role, customer success metrics, Unchurned, podcast, Josh Schachter, Paul Staelin, Vercel, chief customer officer, customer success, product led growth. ______________________ Unchurned is presented by UpdateAI About UpdateAI At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships. | |||
| 21 Jul 2022 | [Un]churned - Trailer | 00:01:00 | |
Welcome to the Unchurned Podcast! Please subscribe to the show to stay up to date with the tips & tricks from the top leaders in the customer relations world. Show us your support by giving us a rating & an awesome review. Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. Follow UpdateAI for latest news on the Unchurned podcast on Linkedin & Twitter 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 22 Jul 2022 | Dear Leader, Why Would Anyone Listen To You? ft. Dylan Stafford | 00:29:36 | |
Would you like to get tips and insights from top leaders of the Customer Relationship world in your inbox each week? Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned
Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin!
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 26 Jul 2022 | Always serve 6 spoons - lessons in building customer trust ft. David Sable | 00:27:30 | |
About David Sable Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review. Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. Follow UpdateAI for latest news on the unchurned podcast on Linkedin & Twitter 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 02 Aug 2022 | Is Customer Success a function or movement? ft. Alex Farmer | 00:35:38 | |
In this unchurned conversation about the rise of the customer success echo chamber with Alex Farmer, VP of Customer Success at Cognite, we discuss:
“Customer Success is a team and company-wide responsibility WE REALLY FIND OURSELVES STRUGGLING TO DRIVE change and impact. We need to go out and influence other teams to make it more customer-centric."
Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review.
Follow UpdateAI for latest news on the unchurned podcast on Linkedin & Twitter 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 08 Aug 2022 | Leading With Empathy ft. Jay Nathan of Higher Logic | 00:32:22 | |
In this unchurned conversation about customer community and different facets of leadership with Jay Nathan, EVP & CCO of Higher Logic we discuss:
Get tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned
Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. Follow UpdateAI for latest news on the unchurned podcast on Linkedin & Twitter UpdateAI presents Unchurned 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 15 Aug 2022 | Sneak Peek at the Gainsight Pulse -2022 ft. Kellie Capote | 00:25:07 | |
This unchurned conversation takes you behind the scenes of the movement into customer lead growth - Pulse 2022 with Kellie Capote, Chief Customer Officer, Gainsight we discuss:
Get tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned
Follow UpdateAI for latest news on the unchurned podcast on Linkedin & Twitter UpdateAI presents Unchurned 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 23 Aug 2022 | Conducting Effective Meetings ft. Rachel Provan | 00:28:45 | |
“ Protect your calendar, if you leave it open other people are going to take that time because CS is useful to every other department & that’s great! But, if you let other people determine where your time is spent, it is going to be spent on their initiatives. " - Rachael Provan
Get tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned
Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter.
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 30 Aug 2022 | Is customer success just another arm of the revenue function? ft. Chris Hicken Co-founder & CEO of 'nuffsaid | 00:29:10 | |
Different narratives have formed around the question of - ‘How does Customer Success contribute to the overall success of a business?’ But, the depth of the insights & knowledge that the CS team has from having access to different touchpoints of the end users experiencing the product is invaluable to planning and mapping out the next steps for the company's growth. In this unchurned conversation, we bring in Chris Hicken, Co-founder & CEO of 'nuffsaid to chat with Josh about
“The CS executives can & should score the quality of the experience delivered at each point. They should own the product-market fit scorecard for the business" - Chris Hicken
About Chris Hicken Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review. Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter.
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 04 Sep 2022 | How x-functional alignment powers Hubspot ft. Jonathan Corbin, HubSpot | 00:35:44 | |
Building a one-on-one relationship with customers is one of the foundational pillars to ensuring success in business. Over a period of time, as the business of the company grows, maintaining this initmate touchpoint with each of the customers from a widespread pool of customerbase serves as a challenge. Dealing with such an issue needs the backing and support of people who form a close-knit team. Jonathan Corbin,Global Vice President of Customer Success & Strategy at HubSpot joins Josh to have an unchurned conversation about
Get tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned About Jonathan Corbin Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review. & email Josh for letting UpdateAI extend support to the cause that matters to you at josh.schachter@update.ai
UpdateAI presents Unchurned 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 13 Sep 2022 | Ensuring organizational success with x-functional hyper-alignment ft. Ryan Weisert, Senior Director, Enterprise CS, Iterable | 00:31:27 | |
There is nothing more powerful than having every member of the team charged with the vision of the company. To ensure that this relays across the organization, the role of a CS leader is crucial in translating and aligning the people in the product team with what the market and customers are looking for. Ryan Weisert, CS leader, Iterable is the unchurned guest in today’s episode. Josh & Ryan share a conversation about:
“A lot of customer segmentation strategies fall flat when they don't look at the feasibility just on a day-to-day basis of how a CSM manages their time.They also don't look at the growth path or the relative enjoyment of the job. " - Ryan Weisert Get tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned About Ryan Weisert Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us a fantastic rating & review. Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. Follow UpdateAI for the latest news on the unchurned podcast on Linkedin & Twitter UpdateAI presents Unchurned 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 20 Sep 2022 | Why we've got customer marketing all wrong ft. Jeff Ernst, CEO of SlapFive & Kaily Baskett | 00:38:10 | |
Jeff Ernst, & Kaily Baskett, from SlapFive, join Josh Schachter to decode the nuts & bolts of driving business growth by capturing customers' voices.
“Customer Marketing exists to cement the trust gap that exists in the market between buyers & sellers and this needs to be done with authenticity. " - Jeff Ernst Get tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned About Jeff Ernst
About Kaily Baskett.
Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an excellent rating & review. Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. Follow UpdateAI for the latest news on the unchurned podcast on Linkedin & Twitter 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 27 Sep 2022 | Simplifying the first touch of a trusted relationship ft. Jenny Calvert (Hunt Club) | 00:17:39 | |
Jenny Calvert, Director of Customer Success at Hunt Club, is going [Un]churned on today’s episode with Josh Schachter to discuss the power of genuine relationships to find the best talent. Josh & Jenny chat about:
“[While rating our meetings] I have created the space to say, ‘Hey, this was a waste of my time.’, That level of autonomy & transparency fosters an environment for them to open up as well." - Jenny Calvert Get tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned About Jenny Calvert Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an excellent rating & review.
Follow UpdateAI for the latest news on the unchurned podcast on Linkedin & Twitter 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 04 Oct 2022 | Why it's critical to market your leadership - ft. Nils Vinje, leadership coach and CS leader, Founder, B2B Leaders Academy | 00:46:30 | |
Good leadership is not simply about having the ability to take charge or make decisions. Nils Vinje, Leadership Coach, Founder, B2B Leaders Academy. has been working with leaders from different organizations. He frames leadership as the ability to be able to empower others and create an environment where their abilities can blossom into something greater than themselves. In this [Un]churned conversation, with Josh Schachter, Nils throws light on topics like
“You have to market your leadership. No matter the level you belong to, just doing the work as a leader, is not going to be enough. " - Nils Vinje Get tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned About Nils Vinje Get a copy of Nils' Best-Selling 30 Day Leadership Playbook: Your Guide To Becoming The Leader You Have Always Wanted To Be- https://www.b2bleadersacademy.com/book
Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. Follow UpdateAI for the latest news on the unchurned podcast on Linkedin & Twitter UpdateAI presents Unchurned 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 07 Oct 2022 | Disrupting the Customer Success toolstack - ft. Edward Chiu, Co-Founder & CEO at Catalyst | 00:34:43 | |
The good thing about hitting rock bottom, there's only one way left to go and that's UP! When things go wrong, when people disappoint you, or when events beyond your control challenge you, it is easy to lose your focus and confidence. But tough times don't last long if they are met with tough leadership. In the face of adversity, there is no room for weakness or indecision. Tough leaders know this and also know how to deal with unexpected events that force them into action without hesitation. In this [Un]churned conversation, with Josh Schachter, Edward Chiu, shares how he, as the co-founder of Catalyst battled the challenging times of Covid-19 with his brother, partner being with the virus. They also chat about:
Get tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned Resource: Connect with Edward Chiu Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us a fantastic rating & review. Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. Follow UpdateAI for the latest news on the unchurned podcast on Linkedin & Twitter 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 15 Oct 2022 | Debunking the myths of tension between CS and Sales - ft. Dan Ennis & Brittany Rodriguez, Monday.com | 00:26:22 | |
The relationship between Sales and Customer Success is a tricky one. When sales and customer success fail to collaborate on the best way to achieve their goal of a mutually beneficial relationship with their customers, they end up fighting over territory. There are some key myths that can make it difficult for both sides to work together effectively. In this [Un]churned conversation, Josh Schachter, Dan Ennis & Brittany Rodriguez, chat about the love-hate relationship of CS with the sales team and burst some popular myths around the same:
“ Before ever working with the customer directly, the sales team creates a super detailed handover and a meeting is conducted to communicate that. This allows the CS team to be able to help break down silos by providing feedback to the sales team in case there is a disconnect from what was being communicated previously. " - Dan Ennis “ Although the CSMs are focused on the adoption usage, the account managers are working on the growth and expansion, you need to continue to feed each other information as you are learning more about the business. ” -Brittany Rodriguez Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an excellent rating & review. Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. Follow UpdateAI for the latest news on the unchurned podcast on Linkedin & Twitter 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 21 Oct 2022 | Decoding the Customer Retention Strategy - ft. Ariel Benzakein, VP, CS, Flosum | 00:26:10 | |
The journey of a customer is a long, winding road. They have many stops along the way, and each stop can lead to a different destination. Customers can be lost and confused about their next move, or they may entirely find themselves on the wrong path. In this [Un]churned conversation, Ariel Benzakein, VP, CS, Flosum gives a practical proven formula for achieving a high net retention rate.
Get tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned
Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an excellent rating & review. Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. Follow UpdateAI for the latest news on the unchurned podcast on Linkedin & Twitter 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 31 Oct 2022 | The magical ingredients to an excellent customer experience - ft. Eduarda Camacho, CCO, BMC Software | 00:37:00 | |
Customer experience is all about understanding your customer's needs, wants, and concerns and then fulfilling those desires. Empathy can help with these decision-making processes if it leads you to understand what makes customers tick. In this [Un]churned conversation, Josh Schachter and Eduarda Camacho, Chief Customer Officer at BMC Software discuss
“Stop talking about customers as logos, or generic personas; put faces and names [to them], work on the emotional intelligence piece. " - Eduarda Camacho Get tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an excellent rating & review. Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. Follow UpdateAI for the latest news on the unchurned podcast on Linkedin & Twitter 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 07 Nov 2022 | 17: The love for being a tech mom ft. Emilia D’Anzica and Sabina Pons, Growth Molecules | 00:33:18 | |
Being in the tech industry and mom is no easy task. From working long hours to juggling home responsibilities, crafting the perfect balance is easier said than done. In this [Un]churned conversation, Emilia D’Anzica and Sabina Pons, Growth Molecules chat with Josh Schachter about pressing on as a tech mom and
Get tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned Resource: Pressing on as a tech mom Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an excellent rating & review. Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. Follow UpdateAI for the latest news on the unchurned podcast on Linkedin & Twitter 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 07 Nov 2022 | The first thing to do in a downturn - ft. Geoffrey Moore, Best-Selling Author | 00:47:03 | |
“The downturn enforces discipline, it enforces focus on outcomes that can be prioritized.” - Geoffrey Moore Running a business can bring up challenges — from financial loss to employee morale. Especially, during an economic downturn, keeping your business' head above water is vital. If you've got a new invention and want to market it correctly, the first thing to do is think about your marketing plan. In this [Un]churned conversation, Josh Schachter and Geoffrey Moore, chat about
Get tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an excellent rating & review. Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. Follow UpdateAI for the latest news on the unchurned podcast on Linkedin & Twitter 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 19 Nov 2022 | Customers will never forget how you made them feel - ft. Alice Jeffery, Mimecast | 00:26:27 | |
The customer is furious – and now you have to talk to them. It’s not ideal, but it’s a common situation for anyone working on customer success. So what’s the best way to handle it? That’s something Alice Jeffery, a customer success manager at Mimecast, a cloud cybersecurity based in London, has put a lot of time and thought into. After years of research, she has put together a great game plan for how CSMs can best approach irate customers. And thankfully, she’s just shared her insights with UpdateAI’s Josh Schachter on the latest episode of “[Un]churned.”
“Emotion is very important in business – no matter what industry you’re dealing with.” Alice Jeffery. 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 20 Nov 2022 | Developing an empathic team to deliver an excellent customer experience- ft. Teresa Anansia, Zendesk | 00:28:04 | |
We love being understood, and so do our customers. Being able to connect and empathize with the customer serves as a platform to better understand the needs and desires of the customers. Josh Schachter sits down with Teresa Anansia to chat about
“At Zendesk, the one word that I think really embodies a lot of the culture fit is going to be humbledent, which is the combination of being humble, and also confident. I expect confidence in our solutions. Being at the table with the customer and having a point of view shows confidence. But I look at humbleness as a way to be curious and ask great questions to understand. ” 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 09 Dec 2022 | #OpenToWork series ft. Yaswanth Reddy (CS leader) | 00:14:48 | |
Welcome to #OTW! 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 07 Dec 2022 | How to Lead a Thriving Customer Success Organization With LeeRon Yahalomi (Regie.ai) | 00:27:52 | |
This episode packs a punch. In less than a half hour, LeeRon Yahalomi gives UpdateAI CEO Josh Schachter a handful of great insights on how to lead great customer success organizations. And she’s speaking from experience. LeeRon recently joined Regie.ai as its head of customer success, after serving as VP of sales and CS at Textio for more than three years. 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 14 Dec 2022 | How CSMs Can Tackle Stress in 5 Easy Steps With Katharina Schmidt | 00:22:22 | |
Let’s be frank for a moment – working in customer success can be a stressful job. And stress can come from multiple angles. An angry customer can make you anxious in about 30 seconds, to point to one obvious example, but there’s also internal stress that we deal with on a day-to-day basis. Concerns over whether we’re doing our jobs well enough or whether our careers are progressing at the rate we want them to. What do most of us do in those scenarios? We try our best to wear a facade. But Katharina Schmidt, a highly regarded executive coach who prioritizes working with startups; she’s also UpdateAI CEO Josh Schachter’s personal EC. Katharina, on the latest episode of “[Un]churned,” said it’s important to address stress head-on, rather than run from it. Luckily, Katharina shared some great tips on how to best handle stress. Tune in to listen to the full [Un]churned conversation. 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 16 Dec 2022 | #OpenToWork series ft. Jeremiah Bello (Customer Success Manager) | 00:09:49 | |
Welcome to #OTW! 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at www.update.ai/podcast 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 20 Dec 2022 | Translating CS to other business sectors ft. Ellie Wu (Insight Partners) | 00:14:56 | |
Ellie Wu, VP of Sales and Customer Success Excellence at Insight Partners, joins UpdateAI CEO Josh Schachter on the latest episode of “[Un]churned.” Insight Partners has backed some of the biggest tech companies in the world, including Shopify, Wix, and Monday.com. Ellie’s firsthand knowledge of those deals – and many others – made her an excellent source for customer success and the macro business environment. First, Ellie talked to Josh about her journey from Taiwan to Seattle, where she is now one of the top names in the CS world. They touched on a number of other topics in this episode as well, including:
You can find the latest episode of “[Un]churned” on Spotify, Apple Podcasts, and YouTube. You can also listen by clicking here. Resources from the episode
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 23 Dec 2022 | #OpenToWork series ft. Roxane Tran (Customer Success Manager) | 00:09:51 | |
Welcome to #OTW! 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 27 Dec 2022 | The one metric every CX should know ft. Meenu Agarwal (Workday) | 00:29:49 | |
I’ve said it before, but one of my favorite quotes comes from hockey legend Wayne Gretzky: “I skate to where the puck is going to be, not where it has been.” I love that approach because it isn’t just about hockey – it applies to business as well. And Meenu Agarwal, the head of customer experience and success at Workday, seems to have followed that approach about as well as anyone. Just one look at her LinkedIn – from her time at Oracle to IBM to HubSpot to VMware to Workday – and her eclectic range of roles shows Meenu hasn’t been afraid to explore new ground. It was one of the main reasons I wanted to talk to her on the latest episode of “[Un]churned,” frankly. I had to hear about her unique journey. Thankfully, Meenu gave me some great insight into her career – and plenty of other topics. On this podcast, we also covered the following:
This was a fun one, and one of the more illuminating conversations I’ve had on Unchurned. And I think you’ll enjoy it as much as I did. – Josh Schachter, UpdateAI CEO 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 30 Dec 2022 | #OpenToWork series ft. David Kirkdorffer | 00:10:11 | |
Welcome to #OTW! 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 04 Jan 2023 | How to Develop a “Holistic Approach” to Customer Success ft. Jeremy Evans (Zuora) | 00:25:31 | |
Jeremy Evans has spent about as much time leading customer success teams as anyone you’ll find. Jeremy is the SVP of Customer Success at Zuora, a SaaS company focused on helping subscription services manage their businesses. Prior to Zuora, he also led CS teams at Entelo, New Relic Inc., and Marin Software. In short: he knows CS like the back of his hand. And that’s what made him such a great guest on the latest episode of Unchurned. Here’s a quick rundown of the topics Jeremy spoke to UpdateAI CEO Josh Schachter about on this episode:
Don’t miss this episode, because it’s packed with 30 minutes of great insights. You can listen to the full episode on Spotify and Apple Podcasts, and you can also watch it on YouTube. 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 06 Jan 2023 | #OpenToWork series ft. Leslie Chamberlain | 00:09:17 | |
Welcome to #OTW! 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at www.update.ai/podcast 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 03 Jan 2023 | Creating a Best-In-Class Action Item Detection Model Ft. Chenay Gladstone (Updateai) | 00:15:58 | |
In this episode of [Un]churned we feature UpdateAI’s very own Chenay Gladstone. Chenay leads the data annotation and analysis practice at UpdateAI. She is our longest-serving employee and has been a bedrock of our effort to revolutionize natural language programming. We are blessed to have Chenay as a core member of the UpdateAI team. 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 10 Jan 2023 | What You Need to Know About Product-Led Growth ft. Blake Bartlett (OpenView) | 00:36:20 | |
You know how they say someone “wrote the book” on a topic? When it comes to Product-Led Growth, they’re talking about Blake Bartlett. Blake is a partner at OpenView, where he’s led investments in major companies like Highspot, Expensify, Calendly, Postscript and Cypress, among others. He also notably coined the term PLG in 2016 – and it’s only gained significant traction in the years since. Blake’s granular understanding of PLG and what it takes for startups to be successful are what made him a great guest on the latest “Unchurned” podcast with UpdateAI CEO Josh Schachter. Josh and Blake cover a lot of ground in this episode, including, of course, what Blake’s quick definition of PLG is: “A go-to-market strategy that relies primarily on the product itself as the driver of customer acquisition, conversion and expansion.” They touched on a number of other PLG-related topics, too, like:
If you’ve been interested in learning more about PLG – and why it is or isn’t ideal for your company – this podcast was tailor-made for you. 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 17 Jan 2023 | Why Customer Experience Is Critical ft. Robyn Fernandez and Karen Budell (Totango) | 00:23:57 | |
When it comes to customer success, Totango is one of the first companies you think about. That’s due in large part to it being one of the first companies to prioritize CS – with its software helping companies “design, run, measure, and scale [their] SaaS customer journey to retain and grow customers,” as Totango’s website explains. It’s been a move that has certainly worked out well for the company, which has become a staple of Silicon Valley and raised more than $150 million since being founded in 2010. Totango’s success is due in no small part to the contributions of Karen Budell, the company’s chief marketing officer, and Robyn Fernandez, its senior director of CS. And fortunately, both women were nice enough to join UpdateAI CEO Josh Schachter on the latest episode of [Un]churned, Robyn, Karen and Josh touch on a number of topics in this episode, including:
Resource: CS Salary & Industry Report 2022 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 24 Jan 2023 | Why Insights Without Accountability Mean Little ft. Dickey Singh (Cast.app) | 00:27:26 | |
Dickey Singh, founder, and CEO of Cast app, the leading automation platform for companies to drive growth, sales, and referrals from existing customers. You need to lean on the data to find out what does and doesn’t resonate with customers in his conversation with the UpdateAI CEO, Josh Schachter, Dickey shares
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 31 Jan 2023 | Why Treating Customers “Like Gold” Is Essential ft. Brian LaFaille (Google) | 00:30:54 | |
Taking a company from 50 customers to 3,500 customers is easier said than done; the same goes for growing ARR from $2 million to $250 million in a year. And it certainly goes for helping lead a startup to a $2.6 billion acquisition from Google. Thankfully, Brian LaFaille has hands-on experience with all of that – and he’s here to tell us how he did it. Brian – who now oversees global CS programs at Google after his last company, Looker, was acquired by the tech giant in 2020 – is the latest guest on Unchurned with UpdateAI CEO Josh Schachter. Brian shared a number of great insights during his 30 minute conversation with Josh. Some of the topics they touched on include: – Why treating customers “like gold” is imperative, especially for startups – Why scalability should not be a major concern for young companies – The importance of fostering your first 100 customer “champions” – Brian’s journey from the Bay Area to living in Joshua Tree
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 07 Feb 2023 | The Pillars of Go-to-Market Success ft. Judd Borakove (GTM Partners) | 00:26:23 | |
It’s a tough time in the business world right now – but that doesn’t mean progress goes right out the window. In fact, Judd Borkaove, the chief growth and community officer at GTM Partners, looks at it completely differently; Judd, on the latest episode of “[Un]churned,” hosted by UpdateAI CEO Josh Schachter, said he believes it’s a “good time” for businesses right now, whether it’s setting the right foundation for a new company or reimagining how an older firm does business. That optimism serves him well at his day job at GTM Partners, a data-driven analyst firm focused on making GTM easy for companies via research, workshops, analyst work sessions, and studies. (Judd is also a partner at Red Monkey Consulting.) Judd went in-depth with Josh in this episode on go-to-market strategies and how businesses can thrive in the current environment. Topics covered in this episode include: This episode covers plenty of ground, so be sure to have your “Notes” app ready, because you’ll probably want to jot down a point or two from Judd. You can find “[Un]churned,” as always, on Spotify, Apple Podcasts, and YouTube. 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 14 Feb 2023 | Unpacking the Art of Customer Interaction ft. Rob Fitzpatrick (The Mom Test, Author) | 00:53:01 | |
This week is all about how we interact with customers – and we have a great guest who knows a whole lot about it. In fact, he literally wrote the book on it. Author Rob Fitzpatrick has been helping small businesses and entrepreneurs reach their goals for years. He’s written several books, including “The Mom Test: How to Talk to Customers & Learn If Your Business Is a Good Idea When Everyone Is Lying to You.” This is something he knows and cares about – and he was kind enough to spend nearly an hour breaking it all down with UpdateAI’s Josh Schachter! Topics covered in their Unchurned conversation include:
There’s plenty more they discussed, too, so be sure to listen to the full episode! 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 21 Feb 2023 | 3 Essential Tips for Leveraging Your Seat at the Table ft. Monica Trivedi (JLL Technologies) | 00:17:45 | |
This week’s episode is all about maximization. As a CSM, how do you maximize your seat at the table? Because it wasn’t that long ago that customer success rarely – if ever – had a seat at the table. We’re still fighting in many cases, but today, CSMs find themselves more-and-more at the center of major organizational decisions. And when we get there, it’s important to know what to do. Fortunately, Monica Trivedi, JLL Technology’s senior director of global customer success, is our guest this week on Unchurned, and she has plenty of wisdom to share. In particular, you’ll want to listen for Monica’s 3 Essential Tips on how CSMs can leverage their seats at the table. But there was much more covered in this episode, including:
So be sure to check out the latest Unchurned episode on Spotify, Apple Podcasts and YouTube. 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 07 Mar 2023 | Maximizing Value: Insights into Cloudflare's Approach to Customer Success ft. Harnish Kanani, CCO (Cloudflare) | 00:31:07 | |
In this episode of [Un]churned, host Josh Schachter interviews Harnish Kanani, the Chief Customer Officer at Cloudflare. 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 14 Mar 2023 | "Thank you...because" - Using Improv to Build Better Customer Relationships - ft. Kelly Leonard (The Second City) | 00:34:20 | |
In this episode of [Un]churned, host Josh Schachter speaks with Kelly Leonard, the VP, Creative Strategy, Innovation & Business Development at Second City in Chicago. 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 23 Mar 2023 | CS [Un]churned - Breaking down Report #31 from CSInsider.co | 00:39:30 | |
Welcome to the first collaboration episode with CS Insider!
👉Get the advice and insights you need to thrive in Customer Success - Subscribe to CS Insider Report 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 28 Mar 2023 | Customer-centric approach for a unified onboarding experience ft. Sri Ganesan (Rocketlane) | 00:28:56 | |
In this podcast episode, Josh Schachter interviews Srikrishnan Ganesan, founder, and CEO of Rocketlane, a customer onboarding platform. 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 31 Mar 2023 | #OpenToWork series ft. Jeremy Donaldson | 00:14:07 | |
Welcome to #OTW! He has been honored by the Customer Community as SuccessHacker's Top 25 Customer Success Influencer in 2021 and 2022. Jeremy specializes in 1) working with Customer Success Leaders to create and enhance customer journey maps, strategic accounts engagements, scaled and pooled model teams, renewals workflows, risk mitigation, voice of the customer, and team recruitment. 2) CSM coaching and best practices.
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 04 Apr 2023 | CS [Un]churned - Breaking down Report #32 from CSInsider.co | 00:38:27 | |
Welcome to the collaboration episode with CS Insider! 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 11 Apr 2023 | Crafting Authentic Stories to Connect With Customers Ft. Kindra Hall (Author, Stories That Stick) | 00:31:29 | |
Kindra Hall, former Chief Storytelling Officer of Success Magazine, joins Josh Schachter, founder, and CEO of UpdateAI in this episode of the [Un]churned podcast to discuss 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 13 Apr 2023 | #OpenToWork series ft. Benoit Bouteille | 00:12:15 | |
Welcome to #OTW! Connect with Benoit Bouteille on Linkedin 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 19 Apr 2023 | CS [Un]churned - Breaking down Report #33 from CSInsider.co | 00:38:11 | |
Welcome to the collaboration episode with CS Insider! 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 25 Apr 2023 | The Role of Leadership in Building a Successful Customer Success Team ft. James Manderson (Braze) | 00:18:49 | |
In this episode of [Un]churned, host Josh Schachter talks with James Manderson, Senior Vice President of Global Customer Success at Braze, a leading marketing platform that helps brands interact with their customers in real time.
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 03 May 2023 | CS [Un]churned - Breaking down Report #34 from CSInsider.co | 00:41:06 | |
Damien Howley, CCO, Nimbello joins Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell in this week's CS Unchurned episode. 👉 Get the advice and insights you need to thrive in Customer Success - Subscribe to CS Insider Report 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 10 May 2023 | Discovering Your True North: The Key to Authentic Leadership and Sustained Business Growth ft. Bill George (Author, True North Series) | 00:23:49 | |
"You'll not sustain shareholder value unless you create greater value for your customers. (It's time to) rethink and reconceptualize the organization as being into business at customer service." - Bill George 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 06 May 2023 | #OpenToWork series ft. Erica Scully | 00:07:06 | |
Welcome to #OTW! 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 16 May 2023 | [Un]filtered Pulse 2023: Banter, Digital CS & Community Empowerment ft. Nick Mehta, CEO, Gainsight | 00:28:09 | |
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 24 May 2023 | Is Customer Happiness Overrated? : The Truth About Value Delivery ft. Damien Howley (Nimbello) | 00:25:07 | |
In the world of business, the concept of customer happiness has long been regarded as the holy grail. Damien, CCO at Nimbello, argues that customer happiness should not be the primary objective in business. Instead, it should be viewed as a lagging indicator, a result of delivering value and meeting customers' objectives. Episode Highlights 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 31 May 2023 | [Un]churned Spotlight: Insights from 3 Remarkable Authors ft. Kindra Hall, Kelly Leonard, Geoffrey Moore | 00:22:56 | |
- Kindra Hall will discuss how to craft compelling stories and narratives to connect with your customers. Listen to the full episode to hear more about these fascinating insights and how they can be applied to your work in customer success and beyond. 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 07 Jun 2023 | Finding Balance in Customer Success: Navigating Paradoxes to Build Long-Term Relationships ft. Wendy Smith (Author) | 00:31:05 | |
Tensions are neither good nor bad. It's how we deal with them. 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 14 Jun 2023 | CS [Un]churned: Do We Really Need QBRs With Every Customer? | 00:49:11 | |
🥁🥁🥁This week, we finally have a name for the CS Insider <> [Un]churned collab series!🥁🥁🥁 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 21 Jun 2023 | The Inside Story of Branch’s $100M ARR Success ft. Mike Molinet (Co-founder, Branch) | 00:42:16 | |
The early days of a startup are like a never-ending game of whack-a-mole. You're constantly putting out fires, and you never know when the next one is going to pop up. Embracing chaos, and juggling multiple hats comes with a lot of fun too. 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 05 Jul 2023 | Early Customers Who Get the Startup Mentality Are Essential to Success ft. Nikola Mijic (Founder, Matik) | 00:29:40 | |
In this unchurned conversation, Nikola Mijic, the Founder of Matik joins Josh Schachter. Both of them dive into how Nikola got into the world of CS, and his experience working at Linkedin and also discuss:
He also shares his personal experience as an immigrant and a big part of his becoming an entrepreneur. 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 28 Jun 2023 | CS & BS: Hunting for your next role is no easier than working a full-time job ft. Celia Gouveia | 00:42:57 | |
CS & BS: Leadership Onboarding, Job Hunting, Strategy versus Tools and Google's Bard ft. Celia Gouveia 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 28 Jun 2023 | CS & BS: Do We Need to Ditch the Checkbox Mentality? | 00:44:38 | |
Have you been frustrated with checking boxes without truly understanding why you are doing it? So are Jon and Mickey. 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 19 Jul 2023 | Partnering With the Product Team for Customer Success Ft. Alli Tiscornia & Abby Hammer (ChurnZero) | 00:23:15 | |
The terrifying truth is that the prosperity or downfall of a SaaS organization depends on the value the product delivers to its customers. You can also binge-watch the Unchurned videos on our YouTube channel - https://www.youtube.com/@updateai9697 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 26 Jul 2023 | CS & BS: Who Wins the Tug-of-War, Team Customer Success or Team Sales? ft. Hamish Stephenson ( Selr.io) | 00:46:46 | |
There has been a long-standing cold war between Sales and CS. 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 02 Aug 2023 | How to Keep Customers from Churning When Renewal Budgets Are Tight ft. Gillian Heltai, CCO (Lattice) | 00:36:10 | |
When every other business is cutting costs, it has become more important than ever to retain your customers. We spend more of our time on the value than we do on the health of the customer." - Gillian Heltai 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 09 Aug 2023 | Transitioning Into a Customer Success Role: The Before and After ft. Julie Raeder (CSM, Dooly) | 00:34:46 | |
Do you want to make a career switch and break into CS? 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 16 Aug 2023 | Psychology Behind Influencing Customer Decisions ft. Ed Powers (Service Excellence Partners) | 00:20:18 | |
Every decision goes through emotional processing. 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||
| 24 Aug 2023 | Addressing Plan B Scenarios With Customers to Secure Renewals ft. Shareth Ben | 00:13:42 | |
Shareth Ben, former VP of Customer Success at Securonics, joins Josh Schachter, CEO of UpdateAI to share his insights on the challenges faced by customer success teams and also discusses the three pillars of his customer success strategy: gap analysis, executive touchpoints, and value engineering team. Finally, Shareth shares his advice on how to handle conversations regarding alternative solutions and tactical approaches to address plan B scenarios. 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin. | |||